Frequently Asked Questions
Looking for answers? You’ve come to the right place.
Here are our most Frequently Asked Questions (FAQs).
Program overview
What is Advancing Access?
Advancing Access is a patient support program that can provide information on coverage and financial support options for individuals who have been prescribed a Gilead HIV treatment and HIV prevention.
What support offerings are available through Advancing Access?
- Co-pay Savings Program
- Patient Assistance Program/Medication Assistance Program (PAP/MAP)
- Benefits investigations
- Prior authorization and appeals process information
- Information on additional support and coverage options
Does Advancing Access offer resources to help understand the prior authorization and appeals process?
Advancing Access program specialists can conduct a benefits investigation to help you and your patient understand their insurance coverage and any prior authorization or appeals process requirements. In Support Offerings and Resources, you will find sample letters of medical necessity and appeal, as well as a prior authorization checklist and claim forms.
How can my staff learn more about the Advancing Access program and the support available for patients through the program?
If you or your staff would like to learn more about the Advancing Access program and the program support available to your patients, please call the program at 1-800-226-2056 to set up a training webinar.
Enrolling my patients in Advancing Access
How do I enroll a patient in Advancing Access?
- To enroll a patient in Advancing Access, you may use the HCP portal.
- Go to the online enrollment portal and follow the on-screen instructions for enrolling a patient
- By using the online enrollment portal, you can request assistance with a benefits investigation, submit an e-prescription and electronic prior authorization, or receive an immediate determination of your patient’s eligibility for the Patient Assistance Program/Medication Assistance Program (PAP/MAP)
- You can also fax an enrollment form, typically reviewed within 2 business days. The completed enrollment form should be faxed to the number on the form. Choose your patient’s enrollment form:
- You can also call Advancing Access at 1-800-226-2056 to speak with a program specialist
How do I register to use the online enrollment portal?
To register, go to https://advancingaccess.iassist.com/register and follow the steps. If you need help registering, please call the iAssist helpdesk at 1-877-450-4412 for assistance.
What fields are necessary for a complete enrollment form?
All required sections of the enrollment form, along with your signature and your patient’s signature, are required to be completed.
I submitted an enrollment form on my patient’s behalf. How will I be notified if they are eligible for PAP/MAP?
Advancing Access will send a fax to your office letting you know if your patient was eligible for PAP/MAP. Additionally, we will let your patient know via their preferred communication method listed on their enrollment form.
The Patient Assistance Program/Medication Assistance Program (PAP/MAP)
What is the Patient Assistance Program (PAP)?
The Gilead Advancing Access Patient Assistance Program (PAP) provides prescribed HIV treatment medication free of charge to eligible individuals.
What is the Medication Assistance Program (MAP)?
The Gilead Advancing Access Medication Assistance Program (MAP) provides prescribed HIV prevention medication free of charge to eligible individuals.
Does my patient need to be residing in the United States to be eligible for PAP/MAP?
To be eligible to enroll into PAP/MAP, individuals need to be residents of the United States, Puerto Rico, or US Territories, in addition to meeting other eligibility criteria. Proof of residency may be required.
How can I enroll my patient in PAP/MAP?
- You can use the online enrollment portal, which will give you an immediate determination of an individual’s PAP/MAP eligibility
- You can fax a completed enrollment form to the number on the form. All faxed enrollment forms are reviewed in the order they are received, and you will be notified within 2 business days with a determination of eligibility. Choose your enrollment form:
- Or, if there is an urgent need to get your patient started, please call an Advancing Access program specialist at 1-800-226-2056
I submitted a faxed enrollment form on my patient’s behalf. How will my patient or I be notified if they are eligible for PAP/MAP?
Advancing Access will notify you and your patient if they were eligible based on the preferred communication method your patient listed on the enrollment form.
How long does PAP/MAP enrollment last?
Standard PAP/MAP enrollment is for up to 12 months, pending ongoing eligibility checks.
What if my patient needs to stay on PAP/MAP after their year of enrollment?
If there is ongoing need for support and the patient remains eligible for PAP/MAP, then they can re-enroll.
Will Advancing Access notify me and/or my patient when my patient’s PAP/MAP enrollment is expiring?
Advancing Access will reach out to you and your patient 60 days prior to the enrollment end date.
How do I re-enroll individuals in PAP/MAP?
There are several ways to re-enroll eligible individuals into PAP/MAP. You can fax in a new enrollment form or, if you are a registered user of the online enrollment portal, you may be able to re-enroll eligible individuals electronically.
Can I re-enroll my patients through the online enrollment portal?
Many individuals who need ongoing PAP/MAP support can be re-enrolled through the online enrollment portal. Follow these steps:
- Log in to the portal as you normally would
- On the HOME screen, click on DRAFTS - located in the panel on the left side of the screen
- Once in the drafts section, click on Re-Verification Drafts. Select or search for specific individual
- Click on the appropriate individual. You will be routed to the re-enrollment service offering
If you have questions about using this process, please call an Advancing Access program specialist at 1-800-226-2056.
I was told that my patient needed a denial letter from Medicaid or AIDS Drug Assistance Program (ADAP) to be re-enrolled into PAP/MAP. Why is this?
Generally speaking, PAP/MAP is for eligible uninsured individuals without access to additional support and coverage options for obtaining their medication. If your patient is eligible for Medicaid or the AIDS Drug Assistance Program (ADAP), they may not be eligible to re-enroll in PAP/MAP. Please have your patient call Advancing Access to see if they may be able to re-enroll in PAP/MAP.
What should I do if my patient no longer needs PAP/MAP?
Please notify Advancing Access by calling 1-800-226-2056 to have the individual withdrawn from PAP/MAP.
How PAP/MAP prescriptions are filled
My patient is enrolled in the PAP/MAP. How can they get their prescription?
Anyone enrolled in the Advancing Access free drug program will receive their prescribed Gilead medicines via mail. Once a shipment address is confirmed, prescriptions will be mailed as soon as one business day via FedEx overnight delivery to an enrollee’s location of choice to address any privacy concerns—either their home; an alternate address such as a shelter, clinic, FedEx pick-up location; or their healthcare provider’s office should the healthcare provider agree.
New enrollees to Advancing Access may have the option of a 30-day supply of our oral medicines from a retail pharmacy. Following this first month's fill via retail, the free drug program enrollee will then receive their Gilead medication via mail. Does not apply to SUNLENCA® or YEZTUGO®.
Are patients still able to get their first PAP/MAP prescription filled at a retail pharmacy?
New enrollees into Gilead’s Advancing Access Patient Assistance Program can pick up their first 30-day fill at a participating retail pharmacy. All subsequent fills will be via mail order.
Some of my local pharmacies will no longer fill prescriptions for PAP/MAP patients since they can only do a one-time 30-day fill. What are my options?
Option 1: For patients who want to get their first 30-day fill at a retail pharmacy, you can find a participating pharmacy on our Pharmacy Finder.
Option 2: You can enroll patients directly into mail order through ARx Patient Solutions Pharmacy.
My patient needs to pick up their first month of medication at a retail pharmacy. How do I find out if my patient's pharmacy participates in PAP/MAP?
There are over 40,000 participating retail pharmacies. While using the Pharmacy Finder, enter the pharmacy name and ZIP code to see if the patient’s pharmacy participates in PAP/MAP. If they don’t already have a pharmacy, they can enter their ZIP code to find participating pharmacies near them.
Mail order pharmacy information
What do new Advancing Access enrollees need to know?
Free drug program new enrollees who need an immediate fill of their prescribed medication may have the option of a 30-day supply of our medicines by retail pharmacy. Following this first month fill via retail, the free drug program enrollee will then receive their Gilead medication via mail. Those utilizing the 30-day supply of our medicines by retail pharmacy can use the Pharmacy Finder to find a participating retail pharmacy.
If I am using iAssist to enroll the patient, do I need to complete the prescription section in iAssist?
No. However, if you do, it will be sent to the pharmacy. You have the option to skip this step, but then you will need to send it to ARx Patient Solutions Pharmacy via EHR or fax at 1-913-227-4203. You can also call in a prescription to ARx verbally. Call ARx Patient Solutions at 1-866-930-4146.
Do I need to complete the prescription section on the enrollment form?
No. However, if you do not fill out the prescription section on the enrollment form, you will need to send it to ARx Patient Solutions Pharmacy via EHR or fax at 1-913-227-4203. You can also call in a prescription verbally to ARx. Call ARx Patient Solutions at 1-866-930-4146.
My patient is enrolled in PAP/MAP and is getting their medication through mail order. How do they change the address they want it delivered to?
Call Advancing Access at 1-800-226-2056 to update the patient's shipping address.
When will the pharmacy reach out to my patient to schedule their medication shipment?
If your patient chooses to pick-up their first 30-day fill at a retail pharmacy, ARx Patient Solutions Pharmacy, Gilead’s mail order pharmacy, will reach out 21-23 days after they picked up their retail fill. If the patient enrolls in mail order upon program enrollment, ARx Patient Solutions Pharmacy should reach out to them within 24-48 hours of them being enrolled. They will attempt to contact your patient for 3 consecutive days before sending you an “unable to contact” fax.
If my patient has not heard from the pharmacy regarding the shipment of their medication, who should they or I call?
Please call the Advancing Access program at 1-800-226-2056. They will be able to check the enrollment status and transfer you or your patient to ARx Patient Solutions Pharmacy if needed.
When the pharmacy calls my patient, what is the number they call from?
The number the pharmacy will call from is 1-866-930-4146. If the patient has Verizon, AT&T, or T-Mobile as their mobile phone provider, “ARx Patient Solutions Pharmacy” will show up in the caller ID.
My patient speaks Spanish. When the pharmacy calls them, will a Spanish-speaking representative be reaching out?
If your patient would like to receive a call in Spanish from ARx Patient Solutions Pharmacy, please be sure to note “Spanish” under the “Preferred Language section” on the program enrollment form. You can also verbally let the agent know that Spanish is your patient’s preferred language.
My patient doesn’t want a phone call each month. What other contact methods are available?
Option 1: If your patient opts into receiving text messages from ARx Patient Solutions Pharmacy, they can refill their Rx each month via text. Please note that the link they receive expires after 3 days. Texting is available in Spanish as well.
Option 2: If your patient does not have the ability to be called or refill via text each month, medication can be shipped to the HCP’s office. Alternatively, the HCP office can attest to the patient’s shipping address, and ARx Patient Solutions Pharmacy can ship to that address. Please be sure that the shipping address you provide is the shipping address preferred by the patient.
Who do I contact if I have questions?
Gilead’s Advancing Access program specialists are available at 1-800-226-2056, from Monday through Friday, from 9 AM to 8 PM ET. We have numerous specialists who are fluent in a variety of languages to ensure support for all individuals. This includes live team agents who are fluent in English and Spanish, as well as a language line that supports more than 200 other languages.
In addition to our program specialists, we also have American Academy of HIV Pharmacy certified pharmacists to answer questions (Monday through Friday, 9 AM to 8 PM ET; Saturday, 9 AM to 3 PM ET). Callers will also be able to leave a confidential message any time, and they will receive a call back the next business day.
The Gilead Advancing Access Co-pay Savings Program
What is the Gilead Advancing Access Co-pay Savings Program?
The Gilead Advancing Access Co-pay Savings Program may help eligible, commercially insured individuals lower their out-of-pocket (OOP) costs. It is not available to your patient if they are enrolled in any federally- or state-funded prescription drug program, such as Medicare or a Medicare Part D plan, Medicaid, TRICARE, VA, DOD, Puerto Rico Government Health Insurance Plan, or any other federally- or state-funded healthcare benefit program (collectively, “Government Programs”). For more information and to see if your patient is eligible, view Co-pay Savings Program benefits and terms and conditions.
How can my patient enroll in the Co-pay Savings Program?
Your patient can go to the Co-pay Savings Program page to enroll.
How much does the co-pay savings card cover?
The coverage amount varies depending on the medication. For the most up-to-date amounts, view Co-pay Savings Program benefits and terms and conditions.
Does my patient’s co-pay savings card expire?
No, the co-pay savings card does not expire. Once your patient is enrolled in the Co-pay Savings Program, your patient keeps the same card for the duration of their enrollment in the program. For information about the annual coverage amount for the Co-pay Savings Program, please visit the Co-pay Savings Program page.
What happens if a patient loses their co-pay savings card or information?
The patient can go to Replace a Card on the Co-pay Savings Program page. If help is still needed, the patient can call an Advancing Access program specialist at 1-800-226-2056.
A patient received a co-pay savings card from the HCP’s office but lost it. How can the patient get a new one?
If the patient has not yet activated that card, the patient can go to Enroll on the Co-pay Savings Program page. If the patient had already activated the card but lost it, the patient should select Replace to retrieve card information. If help is still needed, call an Advancing Access program specialist at 1-800-226-2056.
If a patient changes medications, can they still use the same co-pay savings card?
If a patient is prescribed a different Gilead HIV treatment or HIV prevention oral medication, they can continue to use the same card for the new medication. However, SUNLENCA® (lenacapavir) and YEZTUGO® (lenacapavir) have their own specific co-pay cards for which the patient must enroll separately.
